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I have made a withdrawal 17/03/2025 and still waiting. I still have 2811 more in my account. Nobody answer the chat, the mail of the telegram when I try to contact them.

Dear roskoama,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello. I didn't see this email. Sorry for the delay.

On March 16th I made a successful withdrawal of 1000 USDT

Yes, I have passed the KYC

without bonus

There's no communication because they don't answer me. I'll send you a screenshot from Telegram, for example.

Hola. No vi este correo perdona la demora. 

el 16 de Marzo hice un retiro existosos de 1000 usdt

sí he pasado el KYC

sin bono 

No hay comunicación porque no me contestan. Le mando screenshot del telegram por ejemplo.

Dear roskoama, could you please let us know if you have received any part of the withdrawal requested on March 17th?

Also, do you currently have any pending withdrawals in your casino account?

Hello. I haven't received anything, nor do I have anything pending. The entire balance remains in the account, and no one has responded by any means.

Hola. No he recibido nada, tampoco tengo nada pendiente. Todo el balance permanece en la cuenta y nadie contesta por ningún medio.

Dear roskoama, what happened to the withdrawal requested on March 17th?

I canceled it after weeks because it said they didn't have USDT anymore and I tried to fix it but nothing works.

Lo cancelé yo después de semanas porque ponia que no tenían ya USDT e intentar arreglarlo pero nada funciona

Dear roskoama, just to make sure I understand correctly — was your withdrawal requested via USDT, and the casino no longer offers this cryptocurrency for withdrawals?

Also, have you been able to get in touch with the casino in any way?

As I told you, I've been writing to you via all sorts of channels for over a month, and you either reply with just a greeting or don't reply at all.

Como le dije llevo más de un mes escribiéndole por todas las vías y contestan con solo un saludo o directamente no contestan.

Dear roskoama, just a quick clarification — at this moment, you are communicating with Casino.Guru, not the casino itself.

To help us move forward with your complaint, could you please send us the evidence of your attempts to contact the casino (such as email screenshots, chat logs, or messages sent)? You can either post them here or forward them to my email: dominika.l@casino.guru.

Dear roskoama,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.